Interest in Handling More Complex Questions Among Customer Service Agents Rises 29% From a Year Ago as Agents See Opportunities as AI Expands in Customer Service

Customer service agents are increasingly optimistic about working with and alongside chatbots in the contact centre and see big potential to improve their skills and advance their careers, according to the final phase of the 2018 Aspect Software Agent Experience Index survey. Sixty-seven percent of all agents, and 73 percent of Young Millennial/GenZ agents (age 18-24) said if AI were to handle simple customer questions and tasks, and leave agents with the more complex queries, they will have a greater opportunity to shine for management, a nearly 10 percent increase from 2017. Continue reading Interest in Handling More Complex Questions Among Customer Service Agents Rises 29% From a Year Ago as Agents See Opportunities as AI Expands in Customer Service

Bright MLS Connects Distributed Workforce and Enhances Customer Experience with RingCentral Cloud Communications and Contact Centre Solutions

RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions announced that Bright MLS, one of the nation’s largest real estate multiple listing services (MLS), has selected RingCentral’s unified solutions across voice, video, online meetings, and contact centre to boost workforce productivity and enhance the customer experience. Continue reading Bright MLS Connects Distributed Workforce and Enhances Customer Experience with RingCentral Cloud Communications and Contact Centre Solutions

John Varvatos Replaces Legacy Systems with RingCentral Cloud Solutions

RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions announced that John Varvatos, an American contemporary menswear designer, has selected RingCentral’s cloud communications solutions to engage efficiently with customers and connect its global workforce to drive increased productivity. Continue reading John Varvatos Replaces Legacy Systems with RingCentral Cloud Solutions